How Co-Browsing and Screen Sharing can help Taxpayers

Co-Browser FAQs of Income Tax Department

The co-browsing capability of Income Tax Portal is now available to taxpayers

Income tax payers can now use the IT Portal’s co-browsing (collaborative browsing) capability. With the use of this technology, Helpdesk representatives may securely explore a taxpayer’s browser screen and guide them through an interactive session to deliver individualised support in real time. Using co-browsing is easy. Inquiries from taxpayers can be immediately answered over the phone, live chat, etc.

How Co-Browsing and Screen Sharing can help Taxpayer service?

Co – browsing also known as collaborative browsing . This technology allows agents to access a customer’s browser and navigate it in real time. With joint navigation of a web page , agents can interact and collaborate online with customers.

For taxpayers, co-browsing offers a number of advantages, such as seamless navigation, decreased average handling time, higher resolution rates, important points that are highlighted and annotated, ease of use, simple integration, higher taxpayer satisfaction, and no need to download any plugins or applications. The co-browsing function/feature on the income tax website allows taxpayers to take advantage of it throughout their session/visit since it gives the help desk representative a clear visual depiction of the taxpayer’s browser screen.

Helpdesk representatives can annotate the screen that the taxpayer sees, assist in filling out ITR and other Statutory forms, alter settings, complete transactions, locate resources for tax payers in need of assistance, and even upload documents. Helpdesk representatives can guide users through navigation, scrolling, text entry, and highlighting of key areas of interest on the same browser.

Screen sharing also known as desktop sharing , is the practise of sharing the contents of your screen with another device or multiple devices. This can include all the elements on a screen or simply one window , which allows for complete control over the visibility of your desktop and guarantees privacy.

Can a Helpdesk agent view other data when co-browsing?

No, when co-browsing, the agent is not permitted to view any other data on the taxpayer’s computer or desktop. The Taxpayer must also provide permission before the agents can start founder. Additionally, the taxpayer has the option to end the co-browsing session at any time if they like.

How the Income Tax website Uses Co-Browsing ?

Every time the taxpayer starts a new session, the taxpayer’s browser sends a request to the Co-Browser proxy. Following that, the request is changed to make it appear as though it came from the URL corbrowse.incometax.gov.in. The major website that the leader wants to co-browse is then contacted with the request. The website then sends the response back to the Co-Browser proxy. The Co-Browser proxy next modifies the data so that it may be loaded into an iframe that is placed on top of the original page. Both the leader and the follower can now interact with the website because it is now loaded inside of the iframe. Currently, the only means of communication that takes place is among the users’ browsers and the proxy; the requests are no longer required to be sent repeatedly to the website that was iniatially requested.

How can a customer service representative start a co-browsing session with a taxpayer?

Helpdesk Agent will receive a call notification and a CRM window will appear in front of them. He will speak with the taxpayer and show them where the co-browse button is on the income tax portal. It will be necessary for the Taxpayer to create a PIN, which they must then communicate to the Agent. The CB button on CRM should be clicked by the agent to access the co browse URL. On the screen that is shown to the agent, enter the PIN that the taxpayer provided, and then click the start session button. The co-browsing session will start as soon as the Agent clicks the Start Session button, and the Agent will be able to direct the taxpayer during this time.

The “STOP” option can be used at any moment to halt the procedure if the Taxpayer already knows the solutions. Once the session is over, the Agent will no longer be able to see the Taxpayer’s browser.

Following are the difference between Co – browsing and Screen sharing

Co – Browsing	Screen Sharing
Co – browsing is a more convenient form of visual engagement as it dosen’t require anyone to download any software . Agents can quickly connect to the Taxpayer’s browsers with the click of a button .	Both the agent and taxpayer must install a 3rd party application like Zoom or Google Meet they can share their screens.
Co – browsing provides a much more private and secure experience for the Taxpayer as the agent can only view the active window of the Taxpayer’s browser and nothing else	Service representatives can see the client’s entire desktop or any notifications that may pop up.
The agent can execute specific actions on the client’s browser ( like highlight , annotate , click , fill out forms ) , helping Taxpayers by quickly resolving their queries .	Agents can’t do any actions on the Taxpayer’s screen and only provide oral instructions during a screen sharing session.
Most co- browsing software comes with a feature called data masking that hides Taxpayer’s confidential data ( like passwords ) during a co- browsing session .	Screeen sharing dosen’t provide data masking , allowing agents to see everything displayed on the Taxpayer’s screen.

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